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https://techbeacon.com/enterprise-it/8-it-service-management-metrics-matter-most
Figure 1: The 23 most commonly used IT support metrics. This is a classic example of quantity over quality, where IT support wrongly assumes that it's doing something useful by tracking all these metrics. The vast majority of these metrics, however, are only marginally relevant at best. The eight KPIs that really matter are the following:Author: Jeff Rumburg
https://www.atlassian.com/itsm/service-request-management/it-metrics-and-reporting
When deciding which IT metrics to track, you should carefully consider the implications for the IT department and the business. For example, mean time to resolve and percentage of open tickets are certainly helpful metrics for IT teams to track, but relying heavily on these metrics may have undesirable consequences for your team. When your first-level support team is incentivized to close ...
https://itservicemanagement-itil.com/key-metrics-application-outsourcing-measure/
Production Support Work Volume. This is the total volume of production support requests closed in a specified time period. This metric is an indicator of how much work the production support team is completing in a time period. Quality Metrics . These are output metrics that help you determine how well the work is performed. Re-Work Requests
https://www.isixsigma.com/tools-templates/software/tips-defining-and-collecting-it-process-metrics/
IT firms often begin initiatives to measure and collect data for process metrics as part of improvement initiatives. Practitioners responsible for deployment will benefit from understanding the strategic, tactical and operational aspects of metrics. ... For production support, the time stamp at various phases of the issue life cycle may be ...
https://www.bitwiseglobal.com/blogs/5-keys-to-unlocking-value-from-production-support-2/
Aug 24, 2015 · Bitwise Production Support Framework. With experience and expertise in supporting mid-size to large production environments; Bitwise has laid down a production support efficiency framework that ensures definite ROI covering various aspects where the focus is generating value by “Doing More With Less”.
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